This position is responsible for providing high-end quality customer service to our global customers located in the North American and EMEA regions. This position will receive CSC related emails, receive walk-up requests including calls from internal SMBC business customers via ACD. They are responsible for managing each incident or service request correctly, open a HEAT incident or service request, and dispatch / escalate and assign efficiently while communicating with the customer to ensure complete satisfaction.

• Open Heat Incident tickets for each call coming into the CSC
• Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups via positive hand-over
• Perform basic hardware, workstation and printer repairs
• Answer helpdesk phone calls promptly
• Check and respond to Email requests and / or notifications
• Check and respond to Voice mail notifications
• Troubleshoot and provide resolution on initial contact when possible (using password management tools, remote desktop, etc.)
• Escalate Severity Incidents / problems
• Provide all necessary information to next level support via positive hand-over (Attachments, screen shots, document steps taken to that point, which will facilitate troubleshooting)
• Ensure that all open Heat requests / tickets have been properly updated via the journal field at the end of shift and / or before close of business day
• Perform basic Move / Add / Change orders
• Must be able to work under pressure and be able to handle ACD calls and email requests daily
• Responsible for providing new scripts and / or fixes into the Heat Plush Knowledge (HPK) knowledge database to help increase the level of First Call Resolution (FCR)

• Well versed in Microsoft suite of applications
• Experience with Windows and limited MAC O/S
• Basic Knowledge of Active Directory
• Strong customer service and analytical skills
• Several years of Tier 1 Call Center experience (Banking or Finance industry preferred)
• Experience dealing with high volumes of calls and problems reported by end users
• Must work well with others, be customer focused, a team player, positive attitude and have excellent communication skills
• Must be a forward thinker, always looking to improve existing SC processes and provide relevant solutions
• Must be willing to work some weekends and late nights to support upgrades, changes, etc.
• SCCM knowledge is a must for software deployments and / or staging PC Builds
• Basic understanding of Lotus Notes
• Equitrac printing and / or basic printer hardware/software remediation
• Teams and Webex knowledge is a must
• Citrix receiver troubleshooting
• Outlook Mobile Email client
• Must be able to support an On-call rotation schedule - evening and weekend support a few times a year.
• Must participate in twice-yearly BCP tests